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Customer
Satisfaction
and
Effective
Communication for
Health Care
Professionals
Created for Lehigh Carbon Community College
Healthcare Technology Specialist Program
Created by Kathy Taylor, MA, ODOE, HR
Instructor/Professor/Facilitator & Coach Spring 2014
Text: Customer Service Skills for Success – Robert Lucas
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Course Curriculum
Customer Service
All instruction, activities, assignments, quizzes and evaluations are subject to adjustments, changes and
addition based on student levels of demonstrated competency, learning and desired outcomes for this
course.
Handouts are created if and when necessary. The chosen text book has applicable end of chapter
reviews which are useful as handouts for this course. [Go Green].
Students will take notes from the board as written by the instructor. Students journal their learning
outcomes daily. Journals checked each 4 weeks and at the end of the course time.
Week 1 – Objective – Students will orient themselves with each other, the teacher and the text book.
Day 1:
Instruction:
 Introduction of the students to teacher, each other, expectations of the course and
expectations of what the students would like to gain from the course.
 Review of the text book, how to use it as a resource and discuss other media sources of
which we will gain instruction and information. (YouTube, Site Visits, Online Research,
Community Visits, Community Visitors, Practicums
 Introduction to the world of customer service, how it began and where it is today.
Activities:
 Who am I – Each student is given 1 card from a deck of cards. They are asked to meet in
groups of 3,4 or 5 to get the best “Poker Run” that they can. Any card with the number 2
can be used for any number of the students choice. Once you get a run, (cards in “any”
numerical sequence) the students must share their name, what they would like to be called,
something interesting about themselves and their favorite “food to eat”. The students will
meet as many people as they can within a given time period. (Goal – meet and greet
everyone.
Assignments:
 Read Chapter 1
 Be able to define and apply the key terms at the end of the chapter to customer service.
 Answer the review questions at the end of the chapter.
Day 2:
Instruction:
 Discuss the key terms and how they apply to various industry clusters.
 Discuss the key terms and how they apply to Health Care
 Discuss the answers to the review questions.
 Discuss how the answers apply to health care.
Activities:
 Draw a diagram of the seating chart in the classroom. Based on your memory of each
persons name, place the person's name on the diagram in the correct location.
 Upon completion of that assignment, exchange papers with a person close by.
 Each person places their name at the top of the page, corrects the paper and gives the paper
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a grade. (predetermined point value)
 Return the paper to the owner. Instructor will record the grades.
 Brainstorm – Divide the group into teams of equal students. Have the groups name their
teams. Name as many health care companies/organizations as they can. Next – Name as
many health care occupations as they can.
 Questions and discussions for each group to talk about, discuss and bring out to the group at
large.
▪ Describe the state of customer service in general
▪ Describe the state of customer service in the world of Health Care
Assignments:
 Memorize each students name for a quiz the next day.
 Research http://stats.bls.gov US Department of Labor
 Look for occupations, salaries, job requirements etc for next class discussion
Day 3
Instruction:
 Discuss qualifications and competencies that are critical for anyone working in customer
service, profit or non-profit environments.
 Note them on a flip chart. Have students take notes.
 Discuss the qualifications and competencies that are critical for anyone working in health
care.
 Note them on a flip chart. Have students take notes.
Activities:
 Divide the group into equal groups. Have the groups create, and design their own health
care organization (hospital, medical office, nursing home, rehab center etc.)
 Decide today on their Vision, Mission, Values/Beliefs. In each category, describe the details
of what customer service should be.
Assignments:
 Bring to class a customer service philosophy that you would give to new hires in your new
company.
 Bring to class what types of things should be bought up about patient and family member
customer service in your new hire orientation.
Week 2 – Contributing to the Customer Service Culture
Day 1
Instruction:
 Discuss how the following items can become tools to measure customer service in the
healthcare setting:
◦ Government Inspections – OSHA, JCHO, DPW
◦ Patient and Family Questionnaires/Surveys
◦ On-site Management Visits
◦ Walk through Audits
◦ Employee 30, 60, 90 annual and exit interviews
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◦ Profit and Loss statements
◦ Customer Comment Cards
◦ Customer Satisfaction Surveys
◦ Customer and Employee Focus Groups
◦ Employee , Patient and Family Member and Vendor Surveys
 Discussion – How can each employee contribute to promoting the company through
customer service. There are 12 strategies in the text book.
Activities:
 Individually each student will write 12 ideas as other implementable solutions to add to the
12 strategies in the book. Enhance what was given: - What approach would you take to
implement that idea. What other idea would you have or what are other companies doing.
How would you go about getting it done and what changes would you make.
 Upon completion of the above, the students will separate into groups, discuss their ideas and
the group will arrive at viable plan, and the group will present their idea(s) to the class.
 The class will take notes, bulleting what they find interesting about promoting a customer
service culture.
Assignments
 Study the notes that you took regarding the information that each group presented in
preparation for a quiz.
Day 3
Instruction: Review and discuss assertive, aggressive, optimism and pessimism. Review and
discuss examples of those qualities that worked and do not work in the workplace
Activities – (separate in groups – do the same for healthcare settings in the workplace)
Assignments – Complete the quick review in Chapter 3 T & F about two way communication
and feedback. Check your answers. Those you get wrong will be discussed in class. Check your
answers in the appendix.
Week 3 – Communication Skills for Success in Healthcare (Going forward each student is evaluated on
their verbal, non-verbal, listening, and professional individual and teamwork behavior,)
Day 1 – Verbal Communication
Instruction – The Power of Negativity – Lecture on what and how negativity infects the
workplace.
Activities: Brain Storm – Groups Name as many examples of horrific things to say to your
patients or family members. Share with the class. Name as many “damaging words” that you
have heard that could trigger a bad feeling and make a bad day for you and your
customer/patient.
Assignments: Research and find a healthcare organization who practices a policy of looking for
ways to make their patients feel special and valued. Explain the value of return and benefits of
this strategy.
Day 2 – Nonverbal Communication
Instruction – Positive – The Power of Positivity – lecture on what and how positivity empowers
the workplace.
Activities – Individually answer the questions under Customer Service Tips on a sheet of paper.
Choose a partner to discuss the answers with. Return to the classroom setting and share your
preferences and perspectives on : Frequency of my smile, Positive and Negative Body Cues,
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My Mannerisms, Am I confident, shy, uncertain, use Pet words, calm, attacking, how can you
tell if I am frustrated, what do I do and say?
Assignments: - Ask the same of someone at home or at work. Compare and bring answers to
class.
Day 3 – Listening to the Customer (Patient, Family, Member, Co-worker)
Instruction – How Feedback & Noise Land on the Patients, Family Members and Co-workers.
Activities:How to shake hands. How to make eye contact. How to use effective tones to express
your ideas and concerns. Ho and when to use please and thank you.
Assignments: At home, work, in class, TV show..observe the interaction of two people in a
health care setting as they speak, greet, welcome someone, tone of voice (using compliance or
compassion)
Week 4 – Building and Maintaining Relationships Using Verbal, Non Verbal and Listening Skills
Day 1 – Verbal Communication –
Instruction: Discuss paraphrase, small talk, when to use I/We, when to ask permission, how to
establish rapport. Guidelines for providing positive feedback.
Activities:Individually complete “Work It Out” determining and using your perceptions, values,
inferences, opinions.
Assignments
Day 2 – Non-Verbal Communication
Instruction: Discuss and explain the basis of Pet peeves, and levels of emotional explosions
Activities: Role play using “Non-Verbal” body language. (Charades) to see if students can guess
what you are thinking, feeling, doing. (their perception of you)
Assignments: Read and be able to discuss in class how we as employees can increase our own
assertiveness and express ideas easily without weakening your position.
Day 3 – Listening
Instruction: Assertiveness Vs. Aggressiveness. Causes of Conflict & How to respond to conflict.
Activities: Facial Expressions, Body Language, Behavior (Role Play, Charades,)(Improviseresponses to annoying patients.
Research 3 companies where you would like to work.
Assignments: Read and be able to discuss 7 ways to salvage a relationship after a conflict.
Week 5 - Building and Maintaining Relationships Using Verbal, Non Verbal and Listening Skills
Day 1 – Verbal Communication
Instruction: Discuss the 8 Ways to Wave Through and Direct Conflict (Conflict Management
Strategies)
Individually complete the Quick Review to check yourself. Those you get wrong, we will
discuss in class.)
Activities: Discuss our answers. Note changes and adjustments that we must make to become
more effective in non verbal and verbal communication.
Assignments: Become familiar with the following terms and how they apply to non-verbal
communication: feelings, eye contact, posture, para-language, inflection, pitch,volume, rate of
speech, voice quality, articulation, pause, silence semantics.
Day 2 – Non-Verbal Communication
Instruction: Discuss the assignment from Day 1. Quiz the terms.
Activities: Discuss the importance of appearance, grooming and hygiene, proxemics and
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environmental cues. Then, things that impact a patients perception or feelings such has habits,
etiquette and manners. Then time, attention, the differences between following up and following
through.
What Color Are You? - Discuss In Groups the colors of your car, room, most of your clothing
and how it makes you feel, then the messages colors seem to send to others about you while
wearing those colors.
Assignments: Research the likes and differences of how women and men communicate in
general – their demeanor, their expectations. Discuss in next class.
Day 3 – Listening – Job Search
Instruction: Lecture on Culture, Diversity and Inclusion – (pg. 102)Class discussion on findings
of communication as it is perceived by others. Discuss the internal and external factors that
create how people (make or female) respond and react in various situation. Lecture on Culture,
Diversity and Inclusion – (pg. 102)
Activities:Flash cards – matching (key terms at the end of the chapter) Jeopardy Game
Week 6 – Customer Service and Behaviors:
Day 1 – Verbal Communication
Instruction: How address customer needs (Effective Responses) Phrases that make people feel
welcome, understood, comfortable, appreciated, important/valued, respected. How to identify,
adapt and overcome issues with solutions that work for the patient.
Activities Group Soup: Each student will research or share a recipe of their favorite soup. Upon
completion, divide the class into equal small groups. Have the groups use at least one ingredient
of each recipe to make a pot of soup. The group will decide how they will meet, cook and bring
the finished product to class. Class will bring in and taste all of the soups to class 1 week from
today.
Assignments: Research an article or YouTube that shares information on the impact of poor or
inappropriate “public behavior “ demonstrated by a celebrity or public personality. (something
that the person did or said that may need improvement in order that they may have a more
effective way of doing things or getting their point across. Read the chapter, define and become
familiar with the 12 terms at the end of the chapter. (ex. The 4 behavioral styles, Primary
Behavior Patterns, Stereotypes, Process Improvement, etc)
Day 2 – Non-Verbal Communication
Instruction: Lecture – How courses in psychology, sociology ad interpersonal communication
are invaluable for understanding and having empathy for people regarding what they do and
what they say. Note: The information does not justify but becomes a moment of awareness and
basic understanding. Each person is unique. Understanding human behavior helps you better
understand how to work with individuals that you will serve.
Activities: Role Play – Do's and Don’t s of customer service in various Medical Setting.
Assignments: Research Behavioral Styles on the internet. Present your finding in class. Tell a
little about their theories. (Search it out section of the book) Sigmond Freud, Carl Jung, Alfred
Adler, Abraham Maslow, William Marston, Ivan Pavlov, BF Skinner, Max Weber, Carl
Marx,George Meed, Charles Cooley, Erving Goffman. (others that you might choose)
Day 3 – Listening – Job Search
Instruction: Introduce critical thinking/SWOT/Characteristics of a Team/Characteristics of an
Excellent Team/ Pro-Cons/
Activities: Each group will meet, discuss their most favored Psychologist and Sociologist. Share
the reasons that they chose that person and how their theories work well in the work place.
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Group will present their finding to the class on a flip chart. The group will arrive at their own
theory and present that to the class. Groups will take notes.
Quiz: According to your notes or what you recall, select 2 Psychologist and 2 Sociologist write
down their theories and write down your groups theory. Include how their theories impact
customer service excellence in the health care environment. 20 points a piece.
Each group will discuss the attributes and dynamics of communication, teamwork, conflict and
conflict resolution during the planning phases of the Group Soup project. Instructor facilitates
the processes of SWOT during the debrief of the presentation. Enjoy our Group Soup.
Assignments: In class – Work on Resume, Cover Letter, Job Search Logs. Instructor available
for questions:
Week 7 - Service Breakdowns and Service Recovery
Day 1 – Verbal Communication
Instruction: Review aspects of critical thinking as it applies to customer service. Review critical
thinking as it applies to customers service in a health care setting. Introduce the process
problem solving, how to recognize problems, how to work through problems and possible ways
to minimize problems.
Activities: Islands Specific – Each group will have 3 pieces of paper graduating in size. Each
piece of paper must touch all of the islands in numerical sequence. Each person of the team
must move a piece of paper. Once the the voyage begins, there will be no verbal communication
or sounds made of any kind. Then – same activity now sounds made at all. Then increase the
time frame. Challenges are incorporated based on the individual and team synergy,
collaboration, compromise, concise, creativity, etc).
Assignments : Prepare a SWOT analysis. Use the problem solving model in the chapter in your
analysis. Be prepared to discuss the outcomes in class.
Day 2 – Non-Verbal Communication
Instruction:Lecture on the problem solving model.
Activities: Give the students 5 health care customized problems in customer service and have
them work through the model. Ask for their comments on how could they improve the situation
in addition to the model.
Assignments:Read and study the service recovery process and model. Use the model to
implement a response to customer service situations in the health care environment. Discover
where humility, compassion, service or emotional fulfillment and follow-through is applicable.
Day 3 – Listening – Interviewing Skills
Instruction:Interview stream. Mock interviews showing the compassion necessary in speaking
with patients and family members.
Activities: Practice answering questions: (tell me about yourself, why should I hire you, what
qualifications and skills do you have that our company would find value. What makes you
different from the other applicants.
Assignments: Read chapter 8. Understand, be able to discuss and use the “key terms”. Apply
the terms to workplace situations in a Health Care setting.
Work on Resume, Cover Letter, Job Search Logs. Instructor available for questions:
Week 8 – Customer Service in a Diverse World
Day 1 – Verbal Communication
Instruction: Lecture the impact of Wiki, Blogs, PodCasts, Ytubes,Cultural Values, Disabilities,
Generation XY, Baby Boomers, Cultural Diversity, Beliefs. Muslim, Hindu, Buddhist,
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Christian, Jehovah Witness, Catholic, Methodist, any others of choice.
Activities: Group exercise – Choose 5 items from the above list. Arrive at a strategy of how
health care companies my benefit from acknowledging the items that you choose. Present to the
class how you would incorporate the items in the customer service practices at your designated
company/organization.
Assignments: Answer the 10 review questions at the end of the chapter.
Day 2 – Non-Verbal Communication
Instruction: Lecture – Bias, Trappings, Conditions. Blind Spots – How to identify and bring
them to a conscious level to deal or eliminate them while interacting with your customers.
Activities: Do the Collaborative Learning Exercise Facilitated by the Instructor. Do the–
Awareness of Diversity Exercises - Facilitated by the Instructor
Assignments: Define Bia's. Identify your bias or “blind spots”/”trappings”/ (learned behaviors
experienced or taught by others.) as they pertain to dealing with people or groups that you do
not like. List them along with the basis of why you believe them to be true for each one.
Day 3 – Listening – Interviewing Skills
Instruction:Lecture – 21 Ways to Provide Customer Service to Diverse Populations with
Language Differences. Lecture – ADA, ERISA, Privacy Act, HIPPA (HIPPA details will be
covered by Med Term Instructor.)
Activities: Role play – Have one person to communicate in a language that the other person
does not understand and try all that you can to get the service request complete. Use the 21
techniques. Save “face”. Role play – Customers with disabilities(auditory, vision, smell,
walking, eating, feeling, reaching, elderly, ) all done in a health care setting. (phlebotomy,
optometry, ambulance, rehab, nursing, hospice. (Do's and Don’t s).
Assignments: Read – Appropriate Language to use with Diverse Populations as well as ALL
POPULATIONS.(Remarks, Jokes, You Guys, Ms. Or Mrs,. Pet Names, General Descriptions
(the disabled elderly white supervisor vs. the supervisor.)Idiot, Homo, Fool,
Ignoramus,Gestures – with hands, fingers, eyes, arms, facial expressions, descriptive comedic
body animations. Etc are inappropriate in the work place. Prepare responses to your findings to
share with the class.
Work on Resume, Cover Letter, Job Search Logs. Instructor available for questions:
Week 9 – Customer Service & Technology
Day 1 – Verbal Communication
Instruction: Lecture: Dealing with Difficult People
Activities: Discuss the assignment given. Identify times when you have seen this happen. Share
the correct responses for the situation. Share the impact that it would have in the workplace.
Assignments: Find 3 YouTube clips or TV Shows that address how to deal with difficult people
in medical or health care related scenarios.
Day 2 – Non-Verbal Communication
Instruction: Dealing with Difficult People – Lecturing: Who are difficult people and where did
they come from?
Activities: Small groups will determine what makes people difficult. What makes situations
difficult, What makes me difficult. What can we do to prepare for difficulty in customer service.
Discuss the causes and resolutions for ourselves and for our customers.
Assignments: Answer the following question for discussion: What are the firsts impressions that
should be made with the patient/family member; (include your appearance, and
demeanor);What are courteous words to say that matter in your first impression. What does
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Attitude have to do with Customer Service (Pos. vs. Neg.) How does ethics play into customer
service (honest, doing the right thing, being dependable, being accountable).
Day 3 – Listening – Interviewing Skills
Instruction: Communication with Difficult People
Activities: Brain Storm 22 Be's and not 2 Be's in Groups
Assignments:101 B's (list in a table things that you can do or be for your patient/family
member)
Interview practice – What are things that you can do in the workplace that would be more
effective in customer service. “I can have 10 things that would “B” helpful to the customer. Be
Kind because..Be Compassionate because, Be Productive because...etc.”
Week 10 – The Encouragement, Commitment and Loyalty of Customer Service
Day 1 – Verbal Communication
Instruction: Lecture – Say what you mean and mean what you say, Reflect your companies
personality (compassion); Ask open ended, clear and simple questions of the clients, establish
rapport and respect; Give more than one word answers.
Activities:Give the group workplace situations where they have to use their customer service
skills to encourage, to help, to establish trust face to face. Use smiles, please, thank you, I can,
Let's make this easy, May I have permission to:
Assignments
Day 2 – Non-Verbal Communication
Instruction & Activities:Give the group workplace situations where they have to use their
customer service skills to encourage, to help, to establish trust on the telephone. Use smiles,
please, thank you, I can, Let's make this easy, May I have permission to.
Assignments: Observe and comment on how it makes a person feel who needs to feel that
someone cares, (humility) to be heard, to be healed, understood and helped. Insert compassion.
Day 3 – Listening – Mock Interviews
Instruction: Prepare for mock interviews.
Activities and Assignments: Give the group workplace situations where they have to use their
customer service skills to encourage, to help, to establish trust on Skype or meetings. Observe
and comment on how it makes a person feel who needs to feel that someone cares, (humility) to
be heard, to be healed, understood and helped. Insert compassion.
Work on Resume, Cover Letter, Job Search Logs. Instructor available for questions:
Week 11 – Handling Me When They Are Difficult
Day 1 – Verbal Communication
Instruction: Lecture – Defining the moment of truth, contact points, relationship rating points,
relationship rating scales and how customers feel during and after the moment.
Activities: Rate your experience in various scenarios. (pre-selected)
Assignments:Observe and comment on how it makes a person feel who needs to feel that
someone cares, (humility) to be heard, to be healed, understood and helped. Insert compassion.
Day 2 – Non-Verbal Communication
Instruction:Lecture – Difference between customer service and customer satisfaction. Treat
Patients as if they are crucial, focus on their specific concerns. Make them the attention of the
moment.
Activities: Role play: Service and Satisfaction and have the class determine what could have
been done better or have been eliminated.
Assignments:Listen and Observe and comment on how it makes a person feel who needs to feel
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that someone cares, (humility) to be heard, to be healed, understood and helped. Insert
compassion.
Day 3 – Listening & Behavior – Mock Interviews
Instruction: Determine the Work Styles by watching, listening and demonstrating the style as
situations are revealed. Workplace co-workers, supervisors, CEO level. (across various
departments)Use the situations at the end of the chapter as well as ones that the students have
prepared.
Activities: Students will get into groups and discuss: Characteristics of a great boss, team
members etc. Characteristics of a poor working environment , challenges and how to prepare to
make a postive impact from your position. Listen and Observe and comment on how it makes a
person feel who needs to feel that someone cares, (humility) to be heard, to be healed,
understood and helped. Insert compassion.
Assignments: Work on Resume, Cover Letter, Job Search Logs. Instructor available for
questions:
Week 12 – Handling Me When They Are Difficult
Day 1 – Verbal Communication
Instruction: Communication Styles for More Effectively Communication: Lecture – How
Psychology and Sociology play a significant role in the workplace. Rational, Inquisitive,
Decisive, Expressive. The importance of communicating with similar and mirroring styles to
de-escalate potential frustration for customers. Focus on Process Improvement, Make Customer
Feel Special, Be Culturally Prepared, Know the business operation, your job and your span of
control in resolving conflict and offering service recovery options.
Activities: Listen and Observe and comment on how it makes a person feel who needs to feel
that someone cares, (humility) to be heard, to be healed, understood and helped. Insert
compassion.
Assignments: Answer the questions at the end of the chapter. Grade papers next class meetings.
Day 2 – Non-Verbal Communication
Instruction: Importance of a Positive Helpful Attitude, Appreciation, Belief in Yourself, You
Can Make a difference, Be Open Minded and Include the Ideas and Considerations of Others,
Activities: In small groups, meet to discuss the following: Express how apologies, policies,
warranties, bills/charges mistakes, misinformation and failure to provide services should be
handled in the workplace. (choose work places and scenarios)
Assignments: Read and be able to discuss in class what to do and what to say when the
customer say's No.
Day 3 – Listening & Behavior – Mock Interviews Preparation
Instruction: How to Listen Effectively, The Difference Between Listening, Hearing, Taking
Action and Customer Satisfaction.
Activities: Group will state times when customers will likely become upset, say no and are not
willing to easily have their concerns addressed.
Assignments: Listen,Observe and comment on how it makes a person feel who needs to feel that
someone cares, (humility) to be heard, to be healed, understood and helped. Insert compassion.
Work on Resume, Cover Letter, Job Search Logs. Instructor available for questions:
Week 13 -Working with Them When They Are Difficult
Perfect Phrases for Customer Service in Health Care
Day 1 – Verbal Communication
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Instruction: Lecture – Being in the Mood for “Servitude”; B's are Busy in the Work Place:
Positive Optimistic Opportunities for Effective Customer Satisfaction – Be – Helpful,
Committed, A Problem Solver, Credible, Belief in your product.
Lecture – Identify Customer Needs, Ask questions that begin with Who, what, when ,where,
why, how, how much, is there anything missing, will this make our day complete. Summarize
their needs, Make recommendations to appropriate solutions, work with objections, Go out of
your way, validate their decisions, instill care and positive feelings along the way. Check in to
see if the customer is OK.
Activities: Role Play – Patients with various moods, challenges and personalities will try to
derail the service provider. The goal is to handle the objections with care using the following
skills.
Assignments: Read next chapter. Be ready to discuss how to follow-up and follow-through on
the phone, e-mail.
Day 2 – Non-Verbal Communication
Instruction: Review the previous Assignment. Discuss other ways to follow-up and followthrough.
Activities: Small group relay. Hand object above head until it reaches the last person. That
person brings the object to the front. Repeat until the last person is last again.. He brings the
object to the front of the line and tosses the ball into the basket. Challenge – He is blindfolded.
Help in get the ball in the basket asap.
Assignments: Journal your reactions of the day. How did you feel? How would your patient or
family have felt watching you help that blind person. What will you change.
Day 3 – Listening – Potential Employers/Class Project
Instruction: Lecture – How to handle Pushy, Obnoxious, Timid, Indecisive, Overly Friendly,
Flirty, Culturally Different, Disable Patients/Family Members
Activities:Blind Fold, Listening to Music, Flirty etc. Role Play – Do's and Dont's
Assignments: Work on class project.
Listen, Observe and comment on how it makes a person feel who needs to feel that someone
cares, (humility) to be heard, to be healed, understood and helped. Insert compassion.
Work on Interviewing techniques, do's and don’t s.
Week 14 -Perfect Phrases for Customer Service in Health Care
Day 1 – Verbal Communication
Instruction: Lecture – Health Care office technology, Answering Phones, Placing Patients on
Hold,Ending the call or interaction (Call Center, On the Phone, text Messaging)
Activities: Groups set up a patient call center, an online Med Care Appointment Setter. Set up
AIM or Google talks.
Assignments: Set up AIM or Google talks so that we can practice in class.
Day 2 – Non-Verbal Communication
Instruction: Discussion – How does much of technology is needed in the workplace. How can
technology help the business, the employee and the clients. How can it cause challenges. What
should organizations start, stop, continue or change in the areas of healthcare technology in the
future. What technological and customer service skills should applicants have prior to entering
your target job.
Activities: What Did I Say? Each person will whisper what they heard to the next person. The
last person will share what they heard. Goal – The importance of accuracy in communication in
the workplace.
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Day 3 – Listening – Potential Employers/Class Project
Instruction: Demonstrate how to browse various job search sites, how to find job descriptions,
how to perform a salary search, where to find practice interview questions, how to word your
answers to questions. How to answer “difficult” questions the way the potential employer wants
to hear them. (Give answers that reflect the kind of employee the employer would like to have
on their team.
Activities: Groups set up a patient call center, an online Med Care Appointment Setter. Set up
AIM or Google talks.
Assignments: Set up AIM or Google talks so that we can practice in class.
Listen, Observe and comment on how it makes a person feel who needs to feel that someone
cares, (humility) to be heard, to be healed, understood and helped. Insert compassion.
Work on Interviewing techniques, do's and don'ts.
Week 15 – Customer & Patient & Vendor Rights
Day 1 – Verbal Communication
Instruction: Summarize the activity. In groups set up a call center, and an online Med Care
Appointment Setter Business. The other team will be the patients.
Activities: Review Patient Rights, Customer Rights Employee Rights associated with customer
service.
Assignments: Prepare all work assignments to turn in to instructor.
Day 2 – Non-Verbal Communication
Instruction: How to respond/explain a situation to the patient, the boss and the family and come
out being a S.T.A.R model. (Situation, Task, Action, Results)(Smile, Timely, Attitude,
Recommendations)
Activities: Watch students role play a difficult: combative, argument, violation of HIPAA,
Assignments
Day 3 – Listening – Interview Stream
Instruction: Preview how use the interview stream program.
Activities: Use the interview Stream
Assignments: Practice answering the interview stream questions. (Use compassion and
empathy in the answers)
Work on Interviewing techniques, do's and don’t s. Prepare for Practicums
Week 16 – Customer & Patient & Vendor Relations
Day 1 – Verbal Communication
Instruction: Lecture – The Company's Policy, Procedure, Compliance, Rules, Regulations, Your
Judgment . DPW, OSHA, Ombudsman.
Activities: Based on the situation given, which one or all of these processes would you use to
resolve the situation
Assignments: Go to http://www.hhs.gov/regulations/ review the regulations that are involved in
healthcare administration and practices.
Day 2 – Non-Verbal Communication
Instruction: Discuss policies and regulations at jobs that you have worked. Likes, dis-likes,
what would work better. How would you implement a change that would enhance the company,
(profit) and the employees (training, development) customers.
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Activities: Create polices and rules for something at home (rules for the house)..if you could
rule the house...what would be the family rules and practices. King or Queen of the Palace. Who
would be doing what?
Assignments: How to implement policies. How will you support it or change it long term/short
term.
Day 3 – Listening – Interviews/Class Project
Instruction and Activities: Go to http://www.hhs.gov/regulations/ review the regulations.
Choose the ones that would be most applicable to you, as you work at the workplace and
companies of choice.
Assignments: Listen, Observe and comment on how it makes a person feel who needs to feel
that someone cares, (humility) to be heard, to be healed, understood and helped. Insert
compassion.
Work on Interviewing techniques, do's and don'ts.
Week 17 – The Interview That Gets the Job/Practicum Prep
Day 1 – Verbal Communication
Instruction Review the list of laws and the importance of the governance. As a group discuss
the ones that the students chose to be most applicable at the workplace/companies of where they
would like to work.
Activities: Let's discuss the differences between laws, company polices, company practices,
office practices, management practices, how far down should employees be able to give, bend,
make workplace judgmental decisions. Instructor will facilitate the work.
Day 2 – Practicum Preparation:
Instruction:Lecture – What companies expect. What you should expect. How to use your new
skills in the interview, doing the job and after the interview.
Activities: Submit Final work to the instructor. Work on Class project. Final workplace team
building exercise. (Strategic Planning, Training, Practice, Execution, Celebration) [NO-ROLO]
Small Groups have each person bounce the ball so that it lands inside of the circle only one
time. The ball can only bounce once in the circle, not roll. The ball can not roll in the circle.
Each person gets two chances.
Day 3 – Last day to observe and evaluate effective listening skills . (the challenge area for
this class.) Students complete, print and submit all assignments and submit all work to
instructor.
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